Nicole Elbert

Manager, Insurance Sales and Service (Remote)

USAA

03.2016 - Current

LAB's Ideas Automate Common Property Letter to Support BCC Implemented (2025)
Served in various Point of Contact (POC) roles, including Quality and Mission, LABs, and Mission Accomplishment, to effectively communicate with leaders and employees, identify areas for improvement, and drive positive change within the organization.
Successfully led a team remotely since 2018, demonstrating expertise in virtual team management and communication.
Actively participated in a work-from-home workstream, contributing to the communication and evolution of processes related to IPS (Internet Protocol Service) meeting criteria, ensuring optimal performance and security for remote employees.
Led re-design of USAA’s Route 365 to improve the first-year employee experience, resulting in a 15% increase in first-year employee satisfaction scores.
Spearheaded re-design of NET Leadership Expectations for new hire teams, ensuring alignment with USAA's culture and performance goals.
Managed and coordinated the Senior Deployment program, providing managers with effective coaching strategies for new employee development.
Managed, led, and facilitated Voice of the Employee exercises, empowering employees and driving positive organizational change, leading to a 10% improvement in employee engagement scores.
Developed and enhanced the Senior Support Project to enable experienced team members to provide coaching and support to neighboring districts.
Managed and led employee-driven workstreams to improve processes and enhance employee engagement.
Facilitated coaching calibrations with leadership to ensure consistency in coaching methodologies and technical accuracy across teams.
Contributed to the re-design of state-specific training programs to meet evolving business needs and compliance requirements.
Facilitated training activities for non-core new hires, consistently achieving a 90% or higher rate of students excelling to UPT (Up to Proficiency).
Served as a Subject Matter Expert (SME) for leadership and district compliance, providing technical expertise and guidance.
Collaborated with Member Contact Learning to develop umbrella curriculum for non-core senior specialists, enhancing their skills and knowledge.
Created training curriculum for new and incumbent employees, improving their understanding of billing requirements and practices.
Coordinated Y-cording sessions floor-wide with incumbent employees, contributing to managers' achievement of targeted goals.
Facilitated training for all non-core employees in Auto, Advanced Auto, and Renters/VPP through the TIP (Theory In Practice) program.
Provided relationship sales coaching and continuous training as a Relationship Sales Pro, improving sales performance and member satisfaction.